Customer Service is critical to the success of most businesses. Several components of Customer Service exist to support businesses in identifying, targeting and profitably exceeding their customers' expectations. Service Sales & Marketing enables companies to plan and execute marketing strategies and monitor their results for service related activities, which supports organizations in accurately planning and forecasting service sales activities, rapidly analyzing their service sales pipeline, effectively managing tasks, targeting cross-selling and up-selling opportunities, and promoting collaboration in a team-selling environment. This enables companies to plan and forecast services and the necessary resources (people, parts, tools). Most companies also provide service to customers through Interaction or Call Centers. Customers can contact your company through their preferred channels, including telephone, email, fax, letter and web chat. Interaction Center agents can record service requirements and provide updates on existing service requests with a full view of the customer's installations & assets, their complete service history, planned services and relevant recalls or service letters. On-site appointments for service technicians can be scheduled by the Interaction Center agents, even combining reactive service visits with existing preventive maintenance plans.

Business Goals & Objectives